Technical Lead, Support & Operations - Incident Excellence

HCL Technologies Limited; East Gwillimbury; On-site; CAD 70,000 - 110,000; Full time

Job summary

HCL Technologies Limited is a global technology company focused on delivering digital, engineering, cloud and AI solutions. The role emphasizes on-time resolution of escalations, quality compliance with SLA, and active stakeholder engagement to understand and resolve issues.

The position involves mentoring team members, creating SOPs, maintaining thorough documentation, and contributing to capacity planning and change order initiatives to support business objectives.

Qualifications

• Escalated tickets/incidents must be resolved on time per SLA.
• Mentor administrators and team members; prepare SOPs and document processes.
• Participate in Change Order Implementation Plan and capacity planning.

Responsibilities

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
• To perform value addition activities such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.
• To participate in Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
• To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
• To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Skills

Root Cause Analysis

Trend Analysis

Mentoring

SOP Development

Documentation

Job description

HCL Technologies Limited is a global technology company focused on delivering digital, engineering, cloud and AI solutions. The role emphasizes on-time resolution of escalations, quality compliance with SLA, and active stakeholder engagement to understand and resolve issues.

The position involves mentoring team members, creating SOPs, maintaining thorough documentation, and contributing to capacity planning and change order initiatives to support business objectives.